Product Support Analyst - Austin, United States - Dutech Systems

Dutech Systems

Verified Company

Austin, United States

17 hours ago

Posted by:

Mark Lane

beBee recruiter

Description

Austin,TX:

DatePosted : 4/9/2024 11:40:55 AM :JobNumber : DTS

JobType :
W2

Skills:
Experience developing process / training documentation, Leadership of a help desk / service desk

SALARY RANGE:
90K TO 100K Per Annum

Additional job details and special considerations

Acts as the technical team lead for the IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems.

Monitors performance of collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness.

Works under mínimal supervision, with extensive latitude for the use of initiative and independent judgment.

CANDIDATE SKILLS AND QUALIFICATIONS

8 years of experience (required): Leadership of a help desk/service desk.

2 years of experience (required): Experience developing process/training documentation.

2 years of experience (required): Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.

2 years of experience (preferred): Experience gathering and analyzing performance metrics.

2 years of experience (preferred): Ability to guide knowledge transfer as staff roll off and on the service desk.